Refund policy

Return & Refund Policy

Last updated: 7 October 2026

At KOSERA, we want you to be satisfied with your purchase. If you have an issue with your order or believe a product is faulty, damaged or incorrect, please contact us at kosera.au@gmail.com and we will assist you.

1. Change-of-mind returns

KOSERA does not offer refunds or exchanges for change of mind.

This includes situations where you:

ordered the wrong product;
ordered the wrong flavour or size;
no longer want the product;
found the product cheaper elsewhere; or
changed your mind after placing your order.

We recommend carefully reviewing your order before completing your purchase.

For health, hygiene and product-safety reasons, we also do not accept returns of supplements or consumable products that have been opened or used, except where the product is faulty or otherwise covered by your rights under Australian Consumer Law.

2. Faulty, damaged or incorrect products

If your order arrives damaged, defective, faulty or you receive the wrong product, please contact us at kosera.au@gmail.com as soon as reasonably possible.

Please include:

your order number;
a description of the issue; and
photographs of the product and packaging where appropriate.

We may request additional information to help assess the issue.

If the product does not meet the consumer guarantees under the Australian Consumer Law, we will provide the remedy required by law.

Depending on the circumstances, this may include a refund, replacement or repair.

If a product has a major failure, you may be entitled to choose between a refund and a replacement, as well as compensation for reasonably foreseeable loss or damage where applicable. ACCC

3. Return postage for faulty products

Where KOSERA accepts that a product has a problem covered by the Australian Consumer Law, we will reimburse reasonable return postage costs where you have paid them.

We will provide instructions for returning the product where a return is required. ACCC

4. Refunds

Where a refund is approved, the refund will generally be issued to the original payment method used for the purchase.

Processing times may vary depending on your payment provider or financial institution.

5. Products damaged during delivery

If your product arrives damaged, please contact us at kosera.au@gmail.com with photographs of the product and packaging.

We will assess the issue and, where applicable, arrange an appropriate remedy.

6. Incorrect orders

If you receive a product that is different from what you ordered, please contact us at kosera.au@gmail.com.

We will work with you to arrange the appropriate remedy, including replacement or refund where applicable.

7. Australian Consumer Law

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law or other applicable laws.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. ACCC

Where there is an inconsistency between this policy and your rights under applicable consumer law, the applicable law will prevail.